Work with co-browse for Messenger sessions

PrerequisitesClick to expand

A co-browse session is an addition to an interaction that allows you to simultaneously browse a webpage with the user that you are interacting with. With co-browse, you can more quickly answer questions users have about a webpage or help sharers complete a process. If the sharer gives permission, then you can also take control of the screen to help the sharer navigate or complete a form.

Co-browse sessions have a sharer and one viewer:

Sharer: The user who shares their screen, usually a customer. The toolbar appears on their screen and supports drag-and-drop.
Viewer: The user who sees the shared screen, usually an agent.

Co-browse gives both the sharer and the viewer more tools for communication:

When the viewer or the sharer click anywhere on the page, co-browse marks the place that the user clicked with a colored circle graphic.
The viewer can request control of the page. For example, an agent can ask for control to fill out part of a form themselves.
Both the sharer and viewer can add drawing annotations, which Genesys Cloud displays to both users.
Administrators can configure the shared page so that any sensitive information on the sharer’s side does not appear to the viewer. Also, any fields that should not be modified by the viewer appear as read-only.

Start a co-browse session from web messagingClick to expand

To start a co-browse session from web messaging, perform the following steps:

In the existing web messaging conversation, one of the following icons are displayed within your agent toolbar:

Click the matching icon available in your agent toolbar.
A message appears in the sharer’s messenger requesting that they share their browser. Ask the sharer to click Accept.

After the sharer accepts the request, Genesys Cloud creates a co-browse session between you and the sharer. You can now see the sharer’s browser.

Start a co-browse session from voiceClick to expand

To start a co-browse session from voice, perform the following steps:

In the existing voice conversation, one of the following icons are displayed within your agent toolbar:

Click the matching icon available in your agent toolbar.
The co-browse panel expands and displays a six digit meeting ID to the agent. Provide the six digit meeting ID to the customer you are speaking with via the voice conversation and guide the customer to enter this PIN in Messenger by clicking in the Browse this page with us area of the Messenger Homescreen.

Once done and the customer clicks Start sharing, Genesys Cloud creates a co-browse session between you and the sharer. You can now see the sharer’s browser.

Use fullscreen modeClick to expand

Request control of the sharer's pageClick to expand

Release control of the sharer's pageClick to expand

Request navigation of the sharer's pageClick to expand

When you do not have control over the sharer’s page, you can still request the sharer to navigate to a certain page. Perform the following steps:

Click Request Navigation.
Enter the https:// or http:// address for the sharer to navigate directly.
1. Messenger and co-browse must be running on this page for a successful navigation and reconnect.
2. You can also use relative URLs. For example, if the current page is Genesys.com, you can enter “/pricing” to navigate to the Genesys.com/pricing page.
Click Submit. The sharer’s Messenger displays the navigation event request. When the sharer approves the request, you automatically follow the sharer to the desired page.

Add a drawingClick to expand

Resize the viewerClick to expand

End a co-browse sessionClick to expand

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